Head of Portfolio Customer Success

About the Team 

The Portfolio Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, and Support teams. CSMs on this team work with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates. This team is highly collaborative and works together to find creative solutions to engage our customers at-scale. The team is composed of members all over the globe with diverse skills, backgrounds, and experiences which leads to innovative ideas and solutions. 

About the Role

As the Head of Portfolio Customer Success, you will help create a new approach to Customer Success at scale! You’ll be innovative, collaborative, and agile in your approach - helping the team build a world-class Portfolio Customer Success program, Miro’s pooled CSM team. Using experimentation, data, and technology you will develop repeatable playbooks to drive business value across a broad set of customers of various size, industries, segments, and geography. In short, you’ll build Customer Success in a programmatic, scalable way and lead the Portfolio CS team to its next phase.

Throughout the customers’ lifecycle, we should have highly engaged customers as defined by outstanding activation, retention, active usage, and engaged usage metrics.

What You’ll Do 

• Develop and deliver scaled initiatives to improve the effectiveness and efficiency of Miro customer success with focus on the following:
• Scaled customer journey and experience: define and deliver proactive and reactive scaled CS motion, including content creation and curation
• Go-to-market (GTM) and/or customer adoption campaigns, including collaboration with Digital, Marketing, Product, Analytics, and Revenue Operations
• Enhance and augment Scaled experience for Pooled/Assigned CSM accounts
• Cross-functionally align the scaled experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience.
• Define, lead, and track strategic and operational scaled programs to successful completion.
• Design, evaluate, and measure scaled programs against internal targets for continuous improvement.
• Leverage data and analytics to develop, lead, and measure results for GTM adoption-related initiatives, programs, and campaigns.
• Inspect and refine the existing one-to-many customer success motions to accelerate product adoption and usage. You will work collaboratively with the Digital Success team to create a unified and scaled motion that meets customer requirements throughout the customer journey.
• Build strategies and repeatable playbooks to retain and grow customers by mitigating risk and increasing important metrics.
• Improve operational efficiency of your segment by surfacing gaps, developing sound process recommendations, and partnering with our Analytics, Operations, and Product teams to optimize technology and harness the power of Gainsight, Salesforce & other tools.
• Work cross-functionally with key stakeholders to design a repeatable and scalable process providing a smooth transition among internal departments/stakeholders throughout the customer journey.

What You’ll Need

• Demonstrated progressive experience with Scaled and Digital Customer Success Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service
• Rich knowledge and track record with campaigns, proactive and reactive customer outreach at scale, driven by data signals and customer lifecycle
• Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers, Account Management) and/or Operations
• Experience with defining and leading scaled engagement strategies (i.e., scaled customer journey creation, content marketing, etc.)
• Experience leading cross-functional initiatives in mid-sized or large organizations (i.e., 2000+ employees)
• Management experience with a team of at least 15 team members. Management experience of people managers preferred. 
• Experience with digital engagement approaches and methods (i.e., Digital Customer Success / tech touch, Digital Marketing) and pooled customer success approaches (cases, queues, Gainsight CTAs)
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management